Senior Customer Service Coordinator

About the role 

The DS Smith customer service team are a dynamic and vibrant mix of professionals who focus on delivering the sales strategy, goals and performance whilst working to delight our customers by showcasing our sustainable and innovative packaging solutions - The customer service team are the face of our business and our biggest ambassadors

We're seeking a proactive Senior Customer Service Coordinator to join our team, delivering world-class service in a fast-paced environment. This is an exciting opportunity to play a vital role in ensuring seamless operations and exceptional customer experiences - If you are thinking about taking the next step in your career, then this might be the role for you

As a Senior Customer Service Coordinator, you'll be responsible for the end-to-end management of a large customer account, ensuring operational excellence across all aspects of the customer journey. You'll support the Customer Service Manager, occasionally deputising for them and assisting with core HR activities like holiday, sickness records and team rotas. You'll be proactive in identifying and implementing continuous improvements and building strong relationships with key customers to deliver a world-class service.

You'll support the effective running of the customer service function day-to-day, including order processing, managing complaints, and making appropriate decisions to delight the customer. This will also involve deputising for the Customer Service Manager as needed, assisting with absence reporting and team rota assignments. You'll continuously review key accounts to ensure best practice, identify opportunities for improvement, developing and enhancing existing processes and making recommendations to improve business systems.

You'll manage the complaints procedure by actively investigating root causes, implementing corrective actions to deliver beneficial change, and leading by example to minimise complaints. You will take ownership of the frontline service, proactively engaging with key accounts and being prepared to attend customer visits or review meetings when required.

So, if you have experience of working within a fast-paced customer service team, have experience of managing people and looking for a new challenge – then this might be the role for you

About you  

• Relevant customer facing experience – ideally within a B2B or B2C environment
• Experiencing of managing a small team
• Able to work independently but also comfortable building strong working relationships with colleagues and stakeholders around the business
• A positive and can-do attitude
• Strong organisational skills with proven ability to handle multiple tasks at any given time
• Computer literate, especially on Microsoft packages (Excel, Word, etc)

Benefits 

• Competitive salary
• 25 days holiday plus bank holidays 
• Pension scheme, life assurance and income protection
• Employee Assistance Programme
• Employee Discounts
• Cycle to work scheme

Location:  This is a full-time role based in our site in Burscough, Monday to Friday with the working hours 9am-4.45pm.

About us

We're DS Smith, a company who are redefining packaging for a changing world. We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. Today, we operate in more than 30 different countries, proudly employing over 30,000 people, and supporting customers across sectors like FMCG, industrial, and e-commerce. We deliver on quality, service, innovation, and added value to deliver market-leading sustainable packaging solutions our customers need. Our industry needs to transform, and we're building the team to drive change across Europe and North America.

To fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed.

Our people come from diverse backgrounds, bring different perspectives, ideas, and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria.

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